Florida law requires that your health care provider or health care facility recognize your rights while you are receiving medical care and that you respect the health care provider’s or health care facility’s right to expect certain behavior on the part of patients. You may request a copy of the full text of this law from your health care provider or health care facility. A summary of your rights and responsibilities follows:

A patient has the right to:

Be treated with courtesy and respect, with appreciation of his/her individual dignity, and with protection of his/her need for privacy.

A prompt and reasonable response to questions and requests.
Know who is providing medical services and who is responsible for his/her care.

Know what patient support services are available, including whether an interpreter is available if he/she does not speak English.

Know what rules and regulations apply to his/her conduct.

Be given by the health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis.

Refuse any treatment, except as otherwise provided by law.

Be given, upon request, full information and necessary counseling on the availability of known financial resources for his/her care.

A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate.

Receive upon request, prior to treatment, a reasonable estimate of charges for medical care.

Receive a copy of a reasonably clear and understandable, itemized bill and upon request, to have the charges explained.

Impartial access to medical treatment or accommodations, regardless of race, national origin, religion, physical handicap, or source of payment.

Treatment for any emergency medical condition that will deteriorate from failure to provide treatment.

To access any mode of treatment that is in his/her own judgment and the judgment of his/her health care practitioner in the best interests of the patient including complimentary or alternative health care treatments, designed to provide patients with an effective option to prevailing or conventional treatments.

Have his/her reports of pain addressed promptly.

Know if medical treatment is for purposes of experimental research and to give his/her consent or refusal to participate in such experimental research.

Express grievances regarding any violation of his/her rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served him/her and to the appropriate state licensing agency.

A patient is responsible for:

Providing the health care provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his or her health.

Reporting unexpected changes in his or her condition to the health care provider.

Reporting to the health care provider whether he or she comprehends a contemplated course of action and what is expected of him or her.

Following the treatment plan recommended by the health care provider.

Keeping appointments and, when he or she is unable to do so for any reason, for notifying the health care provider or health care facility.

His or her actions if he or she refuses treatment or does not follow the health care provider’s instructions.

Assuring that the financial obligations of his or her health care are fulfilled as promptly as possible.

To participate in the development and implementation of their treatment/ care plan, discharge plan, and pain management.

Make informed decisions regarding care based on information pertinent to the patient’s health status, diagnosis, and prognosis.

Formulate Advance Directives and have those who provide care in the hospital comply with those directives (in accordance with applicable laws).

Have a family member or representative of his/her choice and physician to be promptly notified of their admission to the hospital.

Personal privacy, respect, dignity, and comfort.

Receive care in a safe setting.
Be free from all forms of abuse or harassment.

Confidentiality of their clinical records.

Access information in their clinical records within a reasonable time frame in accordance with applicable laws or other regulations.

Be free from restraints or seclusion imposed as coercion, discipline, convenience, or retaliation.

Receive or deny visitors whom he/she designates (including but not limited to a spouse, same sex partner, another family member or friend).

029215 Rev. 05/17

AGENCY CONTACT INFORMATION FOR COMPLAINTS AND GRIEVANCES

The Sarasota Memorial Health Care System’s goal is to promptly address concerns you may have regarding your care, services provided to you, and/or issues about your bill. It is the policy of SMHCS to foster an environment in which patients, their families, and visitors may voice concerns, and register complaints or grievances about services provided without jeopardizing current or future care and without fear of reprisal. Please ask a member of your healthcare team to help you. For complaints that require further attention please ask to speak to the director or manager responsible for the area of concern. If you feel that your concerns have not been addressed and you require further assistance, please call (941) 917-1311.

FILING COMPLAINTS
If you have a complaint regarding a hospital or ambulatory surgical center, call the Consumer Assistance Unit at 1-888-419-3456 (press 1) or write to the address listed below:

AGENCY FOR HEALTH CARE ADMINISTRATION
CONSUMER ASSISTANCE UNIT 2727
MAHAN DRIVE/BLDG 1
TALLAHASSEE, FL 32308
If you have a complaint regarding a health care professional and want to receive a complaint form, call the Consumer Services Unit Department of Health: